Tips and suggestions:

Conduct a meeting with the staff members who will answer the phones for your store. The goal is to make sure not to confuse or frustrate your staff and customers. The best way to do this is to inform your staff of the phone blast so they know what to expect and how to answer questions they may be asked after the phone blast occurs. PGN suggests holding a meeting the day of the blast 1-2 hours before the execution time to keep the info fresh in the minds of the staff members. Many customers will call the number (your store number) and ask why you have called. Please have a copy of the message used for the blast so the staff member can reiterate the message to the customer. Also be sure to review the message before the 12:00 noon call out. The better we prepare, the better the results.

What to expect:

Your store number is used on outgoing calls so that your customer knows who has called, and who to call should they have questions. There is always a group of customers that will cut the message short and ask “Did someone call me and why?” This is an ideal time to use the copy of the script to tell the caller the message that they should have received if they had listened to the recording. Some customers may call with questions like, “I only got part of the message,” or, “no one was there.” This could happen because when the call is answered, it waits for a greeting (i.e. “Hello”) and then a brief pause occurs before playing the recorded message.

In some cases, there may be too much background noise for the message to recognize a pause. Also, if the customer is talking while the message is playing, the listener might only receive part of the message. They may think that the whole message was not presented but it was but not heard. If this is the first time you have done a phone blast, you may have some customers ask to be removed from the call list. In this case, you should gladly ask for their number. Make sure they give the number that was called during the phone blast.

In the past 3-4 years, less than 1 in 10 people have opted-out on correctly executed Harley dealership calls. Recently, one of our Harley calls only had about 1% of their calls that opted-out. This is why PGN prefers to write and review the recorded call to minimize any conflict to the caller. Your staff should tell the caller that at the end of each and every call there is an opt-out option for their convenience. This eases the customer’s mind. Always thank the customer for calling, and if they wish to be taken off the call list, you MUS T get the number to PGN so we can remove their number from the list for future calls. Most customers will thank you.

Give us a call to setup your next phone blast. 248-414-6860